Problems during your flight? Know your rights as an air passenger

Write down all of the details concerning your flight incident and ask for a written statement from the airline.

Save all documents, tickets, boarding passes and other related documents.

Be careful with accepting vouchers. These are often difficult to exchange and have a limited validity. They may also limit your right to compensation.

Ask your travel agent for help upon return. Above all, always remain calm and try to enjoy your journey.


What rights do you have as an airline passenger?

As of February 2005, a new European Regulation came into force that protects your rights as an airline passenger. This is EC Regulation 261/2004.

This regulation protects passengers in events of denied boarding, flight cancellation and if the flight is delayed. In these cases the regulation specifies the amount of compensation that should be received by the passenger.
EC Regulation 261/2004 applies to all passengers and all flights departing from an airport located in the territory of a European Member State, regardless of the nationality of the airline, and to passengers departing from an airport located in a third country to an airport situated in the territory of a European Member State in cases where the airline is registered in a European country.

EU Complaint Form for air passengers

If you were the victim of a rerouting, cancellation, delay or denied boarding then you should make your complaint known to the airline. You can use an electronic form that can be found on this website. This form is a digital version of the official EU Report Form for air passengers. This digital form guides you through the process of filling it out. Before commencing this process make sure you have your reservation and/or flight tickets available. After filling out the form you will receive a free advice on the validity of your claim. After this advice you will have the choice of continuing with your claim.

Think twice before accepting VOUCHERS

Airlines often offer vouchers instead of financial compensation. Think twice before accepting vouchers! These usually have a limited validity and are difficult to exchange for the benefits intended. For example, vouchers usually cannot be used when booking a ticket through the internet. Cash or check is always recommended over vouchers. Therefore always ask for any financial compensation to be paid through cash, electronic bank transfer, bank orders or bank checks.